Behavioral Analytics™Service 
The Behavioral Analytics™ Service from eLoyalty is a revolutionary managed analytics service that turns unstructured customer interaction content into structured actionable business insights.
We start by gathering huge amounts of unstructured customer interaction inputs, such as web and IVR usage; phone conversations; telephony events; customer data; and CSR desktop usage. Once we capture these inputs we analyze each interaction using our proprietary algorithms that uniquely characterize each interaction. Building on the unique identity we give each interaction, we then look for previously unknown patterns across a huge population of customer interactions.
These patterns highlight significant variability in how CSRs and collectors perform; customers behave and systems and processes actually work. Once we identify these new insights we work with our customers to drive business change and produce significant, tangible business results. Our unique Business Monitoring Service observes customers’ results and rate of change to ensure joint accountability.
The Behavioral Analytics™ Service is delivered as a managed service and is used for all major contact center applications, such as Customer Service; Sales; Collections; and Care Management. In a very short period of time, we have collected a volume of tremendous insights about customer interactions based on the extensive amount of interactions we have captured and analyzed.
But most importantly, our customers, leaders in health care, financial services, utilities and pharmaceuticals, speak to the power and impact of the Behavioral Analytics™ Service.
